remote
Technical Support Engineer - Varicent
Software Engineer
Seeking a Technical Support Engineer to provide exceptional customer service and technical assistance for SaaS solutions. Responsibilities include troubleshooting, issue resolution, and customer education.
About the role
Key Responsibilities
- Provide timely and effective technical support to customers via various channels (email, phone, chat).
- Troubleshoot and resolve complex technical issues related to SaaS products.
- Document customer interactions, issues, and resolutions in a CRM system.
- Collaborate with engineering and product teams to identify and address product bugs and enhancements.
- Educate customers on product features and best practices to ensure successful adoption.
- Maintain a high level of customer satisfaction through proactive communication and problem-solving.
Requirements
- Proven experience in a technical support or customer service role, preferably with SaaS products.
- Strong troubleshooting and problem-solving skills.
- Familiarity with CRM systems and ticketing platforms.
- Excellent communication and interpersonal skills.
- Ability to work independently and as part of a team in a remote environment.